Senior Associate - Refunds (Gurugram, HO) chez Air India

• We are seeking a customer-focused and detail-oriented Senior Associate – Refunds to join our Customer Experience – Refunds Team. This role primarily involves managing airline refund-related customer queries via email, ensuring timely and accurate resolution with a strong customer-centric approach. The ideal candidate will possess hands-on experience with GDS systems, a solid understanding of airline refund processes, and excellent written communication skills and the flexibility to work in a 24x7 shift environment as required. This role also includes managing a team, overseeing shift operations, and ensuring smooth end-to-end workflow across the team.

Functional Activities

• Handle customer refund requests via email with accuracy, professionalism, and empathy.
•  Process refunds in line with company policies, airline guidelines, and regulatory requirements.
•  Verify refund eligibility and accuracy before initiating payments.
• Coordinate with Finance, Sales, Ancillary, and Service teams for smooth refund processing.
• Manage escalations end-to-end, conduct RCA, and ensure quick and effective closures.
•  Address refund-related disputes or complaints with fair and customer-focused resolutions.
• Prepare and maintain daily/weekly/monthly reports to track metrics, identify trends, and drive productivity.
• Meet defined SLAs while maintaining high quality and compliance standards.
• Ensure adherence to audit, fraud-prevention, and data privacy protocols.
• Manage end-to-end shift operations, ensuring workload balance and timely resolution of issues.
• Support team members to achieve performance goals, ensuring continuous learning and development.
• Oversee team productivity, provide feedback, and manage staffing for a 24x7 environment.
• Recommend process improvements to enhance efficiency, accuracy, and customer satisfaction.

Note: Additional responsibilities may be assigned to the role holder as standalone projects or regular tasks, in consultation with the reporting manager.

Internal Interfaces

Finance

• Collaborate with the finance team to verify refund amounts, process payments, and ensure timely and accurate refund transactions

Legal

• Interface with the legal department to ensure compliance with refund policies, industry regulations, and data privacy laws

Operations

• Collaborate with the operations team to understand ticketing processes and ensure a smooth refund process for customers

Contact Service Teams

• Interface with the customer service team to receive and handle customer refund requests and provide updates on refund status

Minimum Education Requirement

• Bachelor’s degree in business, Customer Relations, or a related field

Minimum Requirement

Desired

Experience

• 5-8 years of experience in airline refunds, back office-operations or a related customer service role.
• Hands-on experience with GDS systems such as Amadeus is mandatory.
• Proficiency in computer applications, including MS Office.
• Prior experience in team management.

• Experience with refund processing procedures and airline industry regulations is a plus.
• Knowledge of the aviation industry and ticketing processes.
• Exposure to reporting, productivity tracking, and process improvement initiatives.